ITIL is recognized internationally as the best practice approach to IT Service Management aligning the provision of IT Services with the needs of the business. It is used globally by thousands of organizations throughout the private and public sectors to improve the way in which they implement and manage IT Services.

The ITIL Intermediate Qualification in Operational Support and Analysis (OSA) Certificate is a freestanding qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

Generic placeholder image

Course Highlights

  • Intense, Interactive Classroom Training
  • 100% Money Back Guarantee
  • Accredited courseware
  • Program delivered by Faculty who are Approved & Accredited with Highest Proficiency and having vast Industry Experience.
  • Assist Candidates with Career Planning, Growth & Development

The ezPrep Approach

Candidates can expect to gain competence in the following areas upon successful completion of the education and examination components related to this certification:

  • Service Management as a Practice.
  • Service Operation Principles.
  • The Processes pertaining to OSA across the Service Lifecycle.
  • How all processes in ITIL OSA interact with other Service Lifecycle processes.
  • How to use the ITIL OSA processes, activities and functions to achieve operational excellence.
  • How to measure ITIL OSA
  • The importance of IT Security and its contributions to ITIL OSA.
  • Understanding the technology and implementation considerations surrounding ITIL OSA.
  • The challenges, Critical Success Factors and risks associated with ITIL OSA.
  • Specific emphasis on the Service Operation Lifecycle processes and roles included in Event Management , Incident Management, Request Fulfilment, Problem & Access Management.
  • Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management.

In addition, the training for this qualification should include examination preparation, including an opportunity for a mock examination.

United States
Training Type
Date, Time & Place
Currently no program is scheduled for the selected location.

Find this training in other cities


  • Introduction to OSA.
  • OSA related Processes
  • Scenario Based Exercises and thorough review
  • Tips & tricks in choosing the best answer!
  • OSA related Roles & Responsibilities
  • OSA related Technology & Implementation Considerations
  • Set of mock exams from APMG International, UK/CSME, USA
  • ITIL Capability OSA Certification Exam

ezCourse Kit

  • 24 PDUs Participation Certificate all participants-relevant to PMP® Certified Professionals.
  • Accredited courseware
  • ITIL 2 sets of Scenario & Questions Exercises that will prepare the participants for final exam.
  • Tips & Tricks on how to pass the Certification Examination
  • Course Certification Examination from APMG International - UK/CSME – USA
Generic placeholder image

Who is this Course for?

The target group of the ITIL Intermediate Qualification: OSA includes, but is not restricted to:

  • IT professional
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of ITIL Certificate in Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organisation.
  • IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme.
  • Operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
Generic placeholder image


ITIL Intermediate Certification on OSA.

About the Exam:

  • Multiple choice, scenario-based, gradient scored questions
  • Number of Scenarios: 8
  • Number of Question per scenario: 1
  • Number of probable answers for each question: 4


Generic placeholder image


1. What are the Eligibility Requirements for ITIL® Foundation?

The ITIL® Foundation is an entry level Training Program. There are no required prerequisites to take the Exam. However, IT experience is highly recommended.